Winners and Losers
Filed in archive Opinions & Insights by Gary Zeiss, Esq. on June 23, 2008
What makes this particularly interesting is the lack of recognition that the staffing model for off-shore customer service providers generally call for college graduates - people with an education that far exceeds the requirements of the position. Many times, when given half a chance, these college graduates jump to higher level work - leading to high attrition and service instability. In cities with developing infrastructure for outsourcing, this may prove to be a difficult phenomenon to address.
That being said, there are always other third-world cities to move to and, now that these processes have become mobile, they will likely continue migrating to lower cost labor markets. It is only a matter of time before systems actively enable lowest-cost call routing on a real time basis. At that point, the lessons learned in North America and Europe - that job security is a fleeting phenomenon - will likely be repeated in other cities as their economies grow, but fall short of self-sufficiency.
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